Administration Lead

You will be the Single Point of Access Administration Lead (SPOA) and provide operational leadership of administration systems and single point of access across the Gloucestershire service.

Main duties of the job

This post will work under the line management of the Head of Service for Gloucestershire. The role will be varied, challenging, and rewarding as you support and develop the service through implementation, delivery, and ongoing innovation and service development.

Job responsibilities

Role Purpose:

You will be the Single Point of Access Administration Lead (SPOA) and provide operational leadership of administration systems and single point of access across the Gloucestershire service.

Your key responsibilities will be:

• Managing the Single Point of Access function of the service which includes all referrals into the service via electronic database, telephone, website, text, and email.
• Coordinating the workstreams of the admin team including patient and health professional letters, patient database updates, appointment bookings, taking telephone queries, liaising with health professionals.
• To manage and oversee all administration and office management processes in relation to the Gloucestershire Service.
• Developing, implementing, or updating administrative systems in line with service KPIs.
• Managing and ensuring filing systems are maintained.
• Overseeing the recruitment of new staff into the administration team, including training and induction.
• Order, manage and control Nicotine Replacement Therapy safely, within service guidelines ensuring stock is issued to smoking cessation service practitioners as required.
• Delegating work to staff and managing their workload and output.
• Ensuring adequate staff levels to cover for absences and peaks in workload.
• Responsible for performance management of the administrative team, following ABL performance management policy.
• Deal with any urgent administration queries with staff, patients, and other health professionals, escalating to the District project managers / Head of Service where required.
• Identification of geographical areas necessary for new delivery venues.
• Responsible for quality assurance by conducting regular administration work stream observations, spot checks, and training in line with the quality assurance framework.
• Regular monitoring of adherence to administrative processes and procedures.
• Coordinate staff to attend service clinical meetings (provide administration support for minutes and actions).
• Chair monthly administration meeting and ensure these are minuted.
• Developing and updating operating procedures for the administrative processes in the service.
• Oversee and implement efficient invoicing systems and liaise with project leads to manage the invoicing systems weekly.
• Analyse and report client feedback and delegate necessary service development actions.
• Liaise with business intelligence and data analysis team to oversee monthly data quality audits (both paper and electronic).
• Awareness, understanding, and implementation of relevant ABL policies and procedures within the administrative team.
• Contribute to clinical governance procedures.
• Lead on the updating of data where data completeness is an issue.
• Assist with day-to-day administrative duties based on priority and necessity.
• Ensure staff are trained and supportive to have a sensitive, approachable, and informative manner dealing with client and health professional queries.

Skills and Competencies Required

Be an experienced administration leader used to a fast-paced environment in a health setting.

Experienced and highly competent working with all aspects of Microsoft Office and experience with patient database systems.

Positive and proactive leader with the ability to motivate, engage, and support staff to achieve the highest standards and outcomes.

Adept in communication; a strong communicator and confident communicating with patients and health professionals.

Build strong relationships; foster trust and cooperation among colleagues.

Quality driven; you naturally seek high standards and actively seek to improve them.

Value and remain open to new ideas and perspectives.

Person Specification

Qualifications

• NVQ 4 Level certificate in business administration or equivalent relevant qualification or experience.
• GCSE. O Level in Maths and English or equivalent.

Experience

• Minimum 2 years experience in a health care setting e.g. Community health provider, GP Practice, Hospital.
• Experience of working in a team environment.
• Experience in minute taking for meetings.
• Experience in a lead and or managerial role and managing staff.

Skills & Knowledge

• Excellent interpersonal skills.
• Excellent communication skills including listening, verbal, and written.
• Excellent telephone manner.
• Ability to prioritise work tasks, delegate and develop effective work streams for yourself and team members.
• Ability to work under high pressure and in a fast-paced environment.
• Excellent organisational and time management skills.
• Understanding and evidence of adhering to information governance and data protection policies.
• Efficient problem-solving skills.
• Ability to interact with colleagues and other stakeholders politely and courteously.
• Excellent IT skills and proficient in all areas of Microsoft Office.
• Experience with software packages.
• Excellent customer care.
• Flexibility and adaptability to changing workloads.
• Monitor workload and ability to multi-task.
• Evidence of accuracy and paying attention to detail in tasks.
• Punctuality, reliability, and honesty.
• Ability to use own initiative and confident to do so in the workplace.
• Experience of undertaking audits.
• Experience with patient databases.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.